SafeHarbor Joins with IBM to Deliver Integrated Support Services
Innovative self-service supports online customers and reduces costs
SATSOP, Wash. (January 7, 2002) — SafeHarbor Technology Corporation, provider of web-based customer support services, today announced it has joined with IBM (NYSE: IBM) to provide web self-service support for IBM customers. Together the two companies will provide a total support solution, with integrated web self-service and one-to-one support, to meet the growing need for companies to interact with their end-users online.
For IBM clients, SafeHarbor will provide a customized web self-service support environment, including a customized Knowledge Base, and innovative problem determination tools such as Troubleshooting Guides to help users quickly find needed information. Troubleshooting Guides use Q&A technology to filter a user's question and delivers easy-to-use graphical answers. The entire self-service environment is integrated seamlessly into the IBM client's web site.
SafeHarbor's service offers end-users a range of choices for accessing support. Whether the user is comfortable with a sophisticated diagnostic tool or needs a step-by-step Getting Started Guide, immediate answers are easy to find right on the company's web site. At any time, the customer can also access live, one-to-one support. This approach reduces support costs while it enhances IBM's efforts to deliver an integrated web-based customer experience.
The relationship will allow IBM to broaden its suite of support services to call center customers, as well as providing self-service support for IBM-built sites, intranets, extranets and portals. SafeHarbor's support services will be integrated into IBM's solutions. IBM solutions reduce complexity for PC users by offering a single source to resolve a range of end users problems, incorporating advanced tools, best practices, and IBM help desk professionals.
"IBM has recognized that their leadership in providing live customer care will be enhanced by offering online customers self-service right at their fingertips," said Bo Wandell, SafeHarbor's president. "By integrating these choices seamlessly for the customer, satisfaction will increase. At the same time, by guiding a percentage of support calls to self-service, overall support costs decrease--a powerful edge for any company that needs to support customers online."
SafeHarbor clients include Adobe Systems (www.adobe.com), the second-largest PC software company in the United States, and American Airlines, a unit of AMR Corp., the world's largest airline. SafeHarbor also provides support for Washington State's award-winning digital government initiatives. Six state agencies rely on SafeHarbor to provide 24-hour web self-service and traditional one-to-one customer support to better serve state residents.
When people turn to customer service, generally about 80 percent of them are asking a question that has been asked before. SafeHarbor's web self-service anticipates these common questions, lowering support costs compared to traditional telephone support, which often answers the same questions 100 times a day.
About SafeHarbor Technology Corp.
SafeHarbor Technology Corp. is the world leader in delivering support as a service for companies who want to interact with customers online. SafeHarbor's Semaphore Service™ lowers costs by providing web self-service customer and technical support as a smarter alternative to traditional one-to-one customer service.
The company creates and continuously optimizes online support environments, building user preference for web self-service. This service improves site or application usability, support efficiencies and customer satisfaction for our clients. The keys to our leadership in self-service are our advanced tools for problem determination, solution delivery, and for relationship and quality management. On average, 80% of our clients' end-users get immediate answers through web self-service. The remaining 20% are answered by live, one-to-one support--including web case, e-mail and phone. This success rate helps clients significantly reduce support costs.
SafeHarbor's corporate headquarters are in Satsop, Wash.--90 miles southwest of Seattle. The company also has offices in Seattle and New York. To learn more, please visit www.safeharbor.com.
Press Contact:
Susan Cummings
SafeHarbor Technology Corporation
(206) 922-5000
sue@safeharbor.com
For more information about how SafeHarbor can help your company increase productivity, customer retention, satisfaction and loyalty—while reducing support costs—please contact us at:
